Switzerland CRM & Customer Operations Manager (D/E/F) 100%

Amplifon is a quality provider and world leading specialist for hearing solutions with more than 75 years of experience. Our passion is to create positive customer experiences and to improve the quality of life of our customers with offers and services related to hearing. In Switzerland, we are represented with over 100 specialist stores.

For our Marketing Team at the headquarters in Baar (ZG), we are looking for a CRM & Customer Operations Manager (D/E/F) starting immediately or by arrangement.

As CRM & Customer Operations Manager, you are responsible for the optimization and orchestration of cross-media campaigns with a focus on customer retention and activation along the entire Customer Journey. In doing so, you analyze the customer experience, the various touchpoints, as well as process and data quality and actively participate in the data-driven generation of recommendations for action for campaigns. You are responsible for the further development of the CRM strategy as well as the setup and implementation of campaigns in Adobe Campaign and interact with various interfaces.

A key foundation of the activity is also the definition of KPIs for success control and the creation of holistic tracking concepts for the individual touchpoints of the Customer Journeys and accompanying their implementation.

Your tasks

• Further development and implementation of the CRM strategy for the sustainable increase of customer retention, activation and lifetime value.
• Responsible for the conception, setup and operational management of campaigns as well as the development of effective Customer Journeys and automation programs in Adobe Campaign.
• Independent implementation of CRM campaigns in Adobe Campaign including testing, dispatch control, monitoring and optimization.
• Support and technical guidance of consultants in the field of Adobe Campaign as well as close cooperation in system and process developments.
• Improvement of customer retention and activation along the entire customer funnel through data-driven CRM measures.
• Definition of relevant target groups taking into account suitable segmentation and personalization methods as well as provision of data for targeted customer addressing.
• Analysis, maintenance and further development of existing customer data as well as sustainable expansion of the customer base and ensuring high data quality.
• Ongoing monitoring, analysis and reporting of campaign performance as well as derivation of concrete recommendations for action for optimization.
• Responsibility for the management and control of the external customer service center.
• Interface to local and international stakeholders, corporate teams, consultants and IT managers for further developments, system support and process optimizations.
• Technical leadership and further development of a small team in the area of Customer Call Center and CRM Operations.

Your profile

• Completed studies (FH, Uni, HF) in business administration, marketing, business informatics or a comparable field of study.
• Several years of professional experience in CRM, omni-channel or dialog marketing as well as in campaign management.
• Practical experience in setting up, controlling and optimizing campaigns in Adobe Campaign or comparable marketing automation tools.
• Very good technical understanding of CRM, ERP and marketing automation systems as well as cross-channel customer communication and campaign processes (including e-mail, print and call center).
• Knowledge of quality management as well as incident and process management is an advantage.
• Experience with data analysis, segmentation and reporting.
• Strong affinity for data-driven marketing, customer journeys, marketing automation and data analytics.
• Analytical, conceptual and communicative strength as well as a structured and independent way of working.
• High solution orientation, initiative and a strong understanding of project and process management.
• High degree of initiative and enthusiasm for independent work and a sense for customer needs.
• Experience in conversion-oriented sales and marketing structures is an advantage.
• Initial leadership experience of small teams.
• Very good German and English skills in spoken and written language; French skills are a plus.

What we offer

• Responsible tasks and independent work in a young, sympathetic and highly motivated team.
• A dynamic company where you can develop your ideas and which offers you attractive working conditions.
• You work in a national as well as international environment j4id10401331a j4it0938a j4iy26a